BankOnBuffalo, ITM Agent

CNB Financial Corporation•Clarence Center, NY

About The Position

An ITM Agent is responsible for providing exceptional customer service and support to clients through ITMs, contact center emails, and online/mobile banking messages for CNB’s Family of Banks. This includes assisting with transactions, troubleshooting issues, and answering inquiries. Below is a list of essential functions for this position. Additional responsibilities may be assigned in the position.

Requirements

To perform this position successfully, an individual must be able to perform each essential position requirement satisfactorily, and a skills inventory is listed below. High school diploma or general education degree (GED) is required, with related ITM and contact center experience. A background screening will be conducted.
LANGUAGE SKILLS: Ability to read, comprehend, and interpret documents. Possesses professional communication and interpersonal skills to write and speak effectively both one-on-one and before groups of clients or employees of the organization. Ability to communicate with clients directly and effectively.
TECHNOLOGY SKILLS: Ability to utilize telephone systems and possess good digital literacy including email, internet and intranet use. Prior experience or the ability to learn core transaction system, including eBanking, ITM software/hardware, contact center chat/email technology, debit card system, statement processing system, and any other computer programs pertinent to performing job duties.
MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to solve challenging problems involving several variables in a standardized situation.
PHYSICAL DEMANDS AND WORK ENVIRONMENT: The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.
This position operates in a professional office environment with considerable time spent at a desk using office equipment such as computers, phones, and printers. Noise level is moderate with constant communication and interactions with others. Ability to travel on occasion to all market areas and attend seminars or training sessions offsite.

Responsibilities

Provide prompt and courteous assistance to clients, addressing their inquiries and resolving issues related to banking services.
Accurately assist clients with various transactions, including deposits, withdrawals, and account inquiries, ensuring accuracy and efficiency through an ITM, contact center emails, and online/mobile messages.
Diagnose and provide support in solving technical problems clients may encounter with ITMs, email, or online/mobile banking platforms.
Ensure each interaction is positive and personalized, making clients feel valued and understood.
Monitor and maintain performance metrics within established guidelines to ensure service quality and operational efficiency.
Adhere to all bank policies and procedures and ensure the adherence of bank policies and procedures.

Benefits

Medical, Dental, Vision & Life Insurance
401K with company match
Paid Time Off & Recognized Holidays
Leave policies
Voluntary Benefit Options (Life, Accident, Critical Illness, Hospital Indemnity & Pet)
Employee Assistance Program
Employee Health & Wellness Program
Special Loan and Deposit Rates
Gradifi Student Loan Paydown Plan
Rewards & Recognition Programs and much more!
Eligibility requirements apply.